Property Help Desk Senior IT Technician - Remote Arizona

Best Western Hotels & Resorts is a leading, global hospitality network comprised of three hotel companies, including WorldHotels® Collection, Best Western® Hotels & Resorts and SureStay Hotel Group®.

Work From Home/Schedule/AZ Only

This position is a 100% remote home based position. You must reside in the state of Arizona.

Training for this role is 4 - 6 weeks long, 8am to 4:30pm Monday through Friday.

Once training is complete, the work schedule will be 4 days per week, 10 -hour shifts. The shift will either be Sunday through Wednesday or Tuesday through Saturday, with a start time between 6am and 9am.

Job Purpose

Provides technical support by applying basic understanding of computer systems, products and services. Helps maintain information technology service, functionality and user satisfaction by answering questions and/or resolving routine problems.

Essential Job Results

Provides technical support by applying basic understanding of computer systems, products and services in one of the following areas: help desk, PC/desktop systems or computer operations. Supports business operations by providing technical support and delivering reliable high performance applications and technical services including Central Reservation Systems (CRS) and Property Management Systems (PMS). Facilitates PMS installation schedules between hotels and MPS vendors to ensure successful installations. Monitors and controls systems, applications or equipment. Resolves issues regarding operations, including installations, setups, error messages, on-line transactions, system status or downtime procedures. Ensures user satisfaction by diagnosing and quickly resolving issues using established guidelines. Takes the necessary steps to recognize, research, isolate and resolve problems. Escalates more complex problems as appropriate. Maintains service and proper systems function by interacting with network services, software systems engineering, applications development or other information systems contacts to identify and resolve problems. Provides accurate documentation of issues and activity by maintaining a trouble shooting tracking log. Provides accurate accountability and shift transition. May provide proper tape validation for back-ups and offsite storage rotation by monitoring tape library activities for all systems. Protects the Company by handling business sensitive information with appropriate confidentiality.

Experience

• Minimum 12 to 18 months related experience in area of specialty.
• Proven customer service experience.

• Experience with Central Reservation System (CRS) and Property Management System (PMS) technologies.  This can include, but not limited to:

• Translate hotel business implementation needs into CRS and PMS functional requirements to effectively deliver and receive CRS messages.
• Facilitate installation schedules between hotels and PMS vendors to ensure successful installations.
• Enhance systems, processes, and policies by evaluating current implementation processes and recommend modifications for improvement.

Education

• High School degree or equivalent certification.
• College level course work in Computer Science, Data Processing or related field.

Skills

• Basic proficiency in Microsoft Office Suite.
• May require intermediate proficiency in a particular application or applications.
• May require technical skills in any combination of the following areas: Networks transmitting Voice/Data/Fax and LAN/WAN communications, TCP/IP or VSAT; SCAT, LYNX, Peoplesoft, CPM, Goldmine; A+, Net+.
• May require familiarity with telecommunications, PC, mainframe or other information systems equipment.

Accountability

• Works under general supervision and follows established procedures.

Knowledge

• Familiar with relevant policies, procedures and guidelines specific to the job.
• Basic technical know-how to meet job standards.

Relationship Management

• Conveys and obtains information internal to the department.

Problem Solving:

• Resolves routine problems.
• Knows when to escalate problems.

Other Requirements

• Resolves routine problems.
• Knows when to escalate problems.

Benefits Summary for Full Time Employees (work 30 + hours per week)

Available Day One:

*     Medical/Dental/Vision

*     Vacation/Sick/Floating Holidays - accruals start

*     401K - company match and direct contribution

*     Employee discounts/Hotel discounts

*     Financial and health wellness programs

Equal Employment Opportunity

Best Western maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard race (including hair textures and hair styles associated with race), color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, age, disability, gender, gender identity or expression, sex, sexual orientation, pregnancy status, genetic information, uniformed service or veteran status, marital status or any other characteristic protected by applicable federal, state, provincial, or local laws. Best Western’s equal employment opportunity policy applies to all aspects of employment with Best Western, including but not limited to, hiring, promotion, transfer, benefits, discipline and termination.